RETAIL STORE access currently includes all retail areas but, to ensure the safety of both staff and customers the number of visitors in store at any one time will be restricted by operating a ‘by appointment only’ service. The use of hand sanitiser will continue, whilst wearing masks will become optional. Payment should be made by card where possible. Please call 01634 735416 to book your time slot in advance. To be fair to all our customers please try to keep to your appointment time and do not attend if you feel unwell or suspect you may have been in contact with the Covid-19 virus recently.
ONLINE ordering facilities are fully operational. Opting for '1-2 Day' delivery will ensure your order takes priority over Free Shipping orders. Whilst we cannot offer a guarantee on behalf of your chosen delivery service, we all work incredibly hard to despatch your goods in a timely manner to ensure expected delivery targets are met.
STORE PICK-UP– a no contact option is available if required. Please place your orders as normal and select the store pick-up option at the checkout. Processing times are around 1-2 days, so please do not attempt to collect your order until we have contacted you to do so.
SHIPPING OPTIONS available for each order will be shown during the checkout process and are dependant upon shipping address, weight, size and value of the goods ordered.
FREE SHIPPING – up to 5 business days
This service is available on boxed orders with a subtotal of £75 or more being delivered to most mainland UK destinations. Your order will usually be delivered within 5 working days (Mon-Fri) and is offered in addition to most applicable discounts or offers available at the time (with the exception of a few discounted/sale items). Free shipping will be calculated on the sub-total of goods (after discount, but before VAT). This offer is not applicable to palletised goods or shipments weighing more than 30kg. For non-standard shipping areas where our courier levies a surcharge, please see note on Surcharge Shipping Areas below.
PREMIER COURIER SHIPPING - 1-2 business days
Orders received before 1pm, Monday to Friday will be sent out the same day, provided all items are in stock, for delivery within 2 working days. Orders placed at the weekend or on a Bank Holiday will be despatched on the next working day. No deliveries are made at the weekend unless by prior arrangement (a surcharge will apply - price on application). Please always be assured of our best efforts to adhere to this timeframe. Our current success rate is over 99%. However, it is not a guaranteed service and occasionally where it is not possible to comply, no refund will be applicable. Please also be aware that during busy periods, (eg. Sales and Holiday seasons) processing times may need to be extended.
SURCHARGE SHIPPING AREAS
Royal Mail and ParcelForce options are available up to a maximum weight of 20kg including packaging. However, currently all our courier shipping options are restricted to central Mainland UK delivery addresses and do not include post codes outside our courier’s standard range. If you require delivery to one of these areas via courier please select Quote me for shipping at the checkout page and we will contact you with details and prices of our best available shipping options prior to despatch.
SHIPPING TO IRELAND
Please note, due to courier regulations we are currently unable to send liquids in excess of 1 litre per shipment to any Irish address.
Despatch is usually 1-3 days, but please allow time for travel and Customs clearance. Due to the wide range of shipping costs involved, please select Quote Me for Shipping during checkout to ensure we can offer you the best price available for your order. A member of CGUK staff will contact you to discuss available options.
We regularly send shipments overseas via a network of couriers. Please select Quote Me for Shipping at the checkout, or you are welcome to contact us to discuss your order prior to purchase. Some countries restrict the amount of liquid products that can be despatched, please get in touch if you wish to order this type of product. If you would like to cover your goods against loss or damage in transit, please let us know at time of ordering as insurance is not arranged automatically and will incur an additional charge. Please note that international shipments may incur import tax and fees upon entering your country which you will be liable for and which you will be required to pay directly to the courier prior to delivery.
ARRANGE OWN COURIER
Customers may organise their own courier, if preferred, by selecting this option at checkout. In such cases, only the applicable packing charges will be calculated and added to your order total.
Pallet prices for larger shipments or where it is your preferred method of shipping vary depending on delivery address and weight and dimensions of packed goods. Where actual cost exceeds that quoted at checkout we will contact you prior to despatch. Please feel free to call or email us for further information before placing your order.
General Shipping Information
Most shipments will require a signature on delivery, unless alternative instructions are given (we, nor our courier company will be liable for loss or damage to goods left in unsecured areas). We aim to deliver goods within our anticipated delivery time, however, we cannot be held liable for any loss caused to you by late delivery. If goods are not received within the expected timescale, please advise us immediately by email or telephone so we can check and update you on progress. No refund or compensation will be given for late delivery.
Shipping and handling charges (with exceptions outlined above) are calculated during the ordering process by weight and destination and are visible in the cart during checkout.
If a timed or Saturday delivery is required please call us for details of options and supplementary charges.
Shipping may take longer during busy periods eg. holiday seasons and sales, whilst we will make our best effort to keep up our speedy delivery service, we kindly request that you bear with us!
In the case of company holidays or public holidays, the orders are processed upon a "first in - first out " basis and delivery times may need to be extended by up to 3 days.
You can Track your delivery at any time by clicking the link in the delivery confirmation-email ("Your order is on the way!").
Heavy or Remote Shipment:
Some consignments are so heavy (particularly sheet-glass in large quantities) that they need to be shipped on a pallet and/or crated, which adds significantly to the total weight. These extra costs are calculated by the carriers and are beyond our control. As a guide, goods over 50kgs will normally be palletised.
In the case of large sheet-glass orders, awkwardly-shaped items, kilns and other heavy machinery, Creative Glass UK reserves the right to adjust the shipping cost according to the final weight and volume of the full order. In such cases, you will be contacted by a member of staff regarding extra shipment charges prior to despatch.
Each delivery must be immediately inspected and claims for short shipment/damaged goods must be made to firstname.lastname@example.org within 2 days of receipt of goods.
Goods can only be returned by prior agreement with Creative Glass and must be undamaged and in the original packaging before any refund is processed. The shipping cost for returned goods is the purchaser's responsibility. No returns on glass or books accepted.
Orders cancelled by the customer may be subject to a 10% administration and handling fee.
Please be aware that all sizes and weights quoted are approximate and some tolerance, particularly on handmade products such as glass and ceramic moulds, should be expected/allowed for. If size parameters are particularly important please specify this in the 'Special delivery instructions' section upon checkout and contact us via email@example.com to discuss your requirements and confirm that they can be accommodated.